MARCIE

MARCIE, Messagepoint’s proprietary AI platform, transforms the work of customer communications management.

The world’s smartest AI engine for CCM

MARCIE, the Messagepoint Automation, Rationalization and Content Intelligence Engine, introduces a fundamentally new model for customer communications management — one where AI handles the most complex, time-consuming tasks while you stay in control . Available throughout the Messagepoint platform, MARCIE leverages agentic AI, generative AI, and traditional AI to automate the work of managing content, rules, and communications and deliver optimized customer experiences across all channels.

That’s the power of MARCIE.

Why MARCIE?

MARCIE eliminates human error while significantly reducing the associated time and cost:

Accelerates the work of CCM – up to x% faster
Optimizes content for readability, sentiment, or brand alignment 14X faster
Translates content 20X faster
Reduces QA review cycles by 80%
Summarizes content for digital channels 5X faster
Reduces CCM migration time by 99% and cost by 57%

*Than traditional manual methods

Content intelligence wherever you need it

Agentic AI built to do the heavy lifting of CCM

MARCIEAssist is Messagepoint’s agentic AI capability that does the work of managing communications for you. Simply describe what you need, and MARCIEAssist intelligently automates key processes across your content, rules, and templates – while you stay in complete control. MARCIEAssist also provides insights and guidance into your communications, helping you work faster and make decisions more confidently.

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Intelligently ingest and rationalize your content

MARCIE can ingest and analyze large volumes of communications and documents in various formats, identifying logical content components, and applying searchable metadata tags. This prepares your content for migration to Messagepoint or supports other content cleanup and optimization initiatives you are undertaking.

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Identify similar and duplicate content

MARCIE identifies all instances of similar and duplicate content throughout your entire document library, providing opportunities for consolidation and correction. This enables you to significantly reduce content objects under management and drive messaging consistency through content reuse across communications and channels.

Rationalizer dashboard - content migration and rationalization

Detect issues across your entire content library

MARCIE can assess your content for readability, sentiment, and brand alignment. Analysis can be done at both the content object level for an individual communication or across your entire corpus of communications.

Optimize your content with generative AI

Leveraging generative AI, MARCIE optimizes content with suggested rewrites to align content with ISO plain language standards, target reading levels, sentiment, length, and brand alignment —without compromising its meaning and while retaining full control over the outgoing message.

Enhance the speed and accuracy of translation

Improve the speed and accuracy of translation with MARCIE’s AI-powered translation capabilities. Translate content into 60+ languages simultaneously in seconds. Check the accuracy of translation with AI that validates that the meaning and structure of your content is preserved across all language versions.

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Automate QA and compliance checks

Reduce the time, effort, and risk of ensuring Medicare Advantage ANOCs and EOCs are accurate and compliant with MARCIEAssure, Messagepoint’s AI-powered quality assurance solution. The solution automates thousands of checks across these documents against the latest CMS models and your own PBP and plan data — reducing QA review cycles by up to 80%.

FAQ

How does MARCIE enhance Customer Communication Management within Messagepoint?

MARCIE, the Messagepoint Automation, Rationalization, and Content Intelligence Engine, is Messagepoint's proprietary AI platform that leverages traditional AI, generative AI, and agentic AI to automate and simplify the work of managing customer communications.

MARCIEAssist, Messagepoint's agentic AI capability, dramatically reduces the time and effort required to manage communications by automating key content operations and providing insights and contextual guidance inside Messagepoint.

In Rationalizer, MARCIE supports intelligent ingestion and rationalization — analyzing, tagging, and consolidating large volumes of communications and documents as a critical step in migration and onboarding. Within both Messagepoint and Rationalizer, MARCIE powers Assisted Authoring to rapidly optimize and translate content so communications are clearer and easier to understand, with support for reading levels, plain language, sentiment, brand, and translations.

All MARCIE capabilities are accessed through Messagepoint and controlled through granular, role-based permissions system. MARCIEAssist does not have access sensitive customer data and does not execute actions outside of its approved use cases.

What are the benefits of AI that is embedded in Customer Communication Management (CCM) solutions like MARCIE over standalone generative AI tools like ChatGPT?

While standalone AI tools are powerful, they introduce inefficiencies and risks when used for regulated customer communications. For example, when using ChatGPT, users must copy and paste content between their CCM environment and ChatGPT, losing formatting and variables that then require rework when the content is pasted back into the CCM system. Standalone tools also lack any awareness of your content, business rules, or template structure — meaning every output requires manual review and implementation within your CCM system.

In contrast, MARCIE's AI capabilities are embedded directly into the Messagepoint platform. Prompts available in Assisted Authoring are already optimized to enable analysis, rewrites, and translation, and content is maintained within the same environment, so no rework is required. MARCIEAssist’s agentic AI capabilities provide additional advantages. It understands your content structure and business rules, enabling it to execute complex, multi-step actions directly across your content and communications. A standalone tool can suggest a content change; MARCIEAssist can make it for you. Guardrails ensure that no PII is ever accessed by AI and that content and rules aren't used for training public models, enabling organizations to harness the speed of AI without sacrificing control.

What protections does MARCIE offer vs standalone AI platforms?

MARCIE provides enterprise-grade security with multiple guardrails in place to ensure your data is handled properly and kept safe. MARCIE, and all Messagepoint solutions that leverage its capabilities, are deployed within a secure cloud environment that is separate from the production environment where customer communications involving PII are composed. This separation ensures that MARCIE exclusively handles non-PII content such as text, images, and variables, unless PII is manually entered in error. All content processed by MARCIE is encrypted in transit and at rest using industry-leading standards. Messagepoint also has strict data governance and retention policies in place to ensure your content remains private, secure, and fully under your control.

MARCIEAssist adds an additional layer of governance designed specifically for agentic AI. It operates within strict boundaries aligned to user roles, permissions, and defined system actions — it will not perform unauthorized actions and provides guidance when a request falls outside its approved boundaries. Every action MARCIEAssist takes is fully visible, traceable, and reversible, with detailed audit trails and rollback capabilities.